The Future of Automotive Workforce and Customer Experience Transformed with Conversational AI

The automotive industry is on the cusp of a technological revolution, with the use of a myriad of new-age techniques giving it a distinct makeover.

By: Dr. Rashi Gupta, Chief Data Scientist and Co-Founder,

The automotive industry is on the cusp of a technological revolution, with the use of a myriad of new-age techniques giving it a distinct makeover. Artificial Intelligence (AI) is one such game-changing technology that has successfully opened doors for industry advancement in a myriad of different ways. According to a report, the value of AI in the automotive sector is expected to reach 10.73 billion in 2024.

In automotive contact centers, the growing use of AI-powered contact centers is creating significant breakthroughs, and many more are on the way. Undoubtedly, contact centers are an essential point of contact between car manufacturers and their customers. Their evolution towards technology is essential for the establishment of a successful customer-brand relationship. The deployment of AI-powered contact centers has successfully improved the productivity and efficiency of contact center agents, enabling them to have unparalleled experiences.

AI-powered contact centers and how does it work?

Conversational AI uses AI-powered chatbots to communicate intelligently and efficiently with customers. Well, a customer can choose to interact with the company through any preferred medium such as voice or chat. The technology intelligently automates all customer-agent interactions across different channels, where the online chatbot quickly understands and analyzes customer information or queries. Tools such as Automatic Speech Recognition (ASR) AND Natural Language Processing (NLP) are used, enabling AI-powered agents to understand even the most complex languages ​​and conversations with the greatest ease and precision.

The online chatbot then gathers all the crucial data to deliver a highly personalized and unique experience to customers. All of this in a natural, human voice and manner, but at much faster speed and accuracy. Simplified two-way communication facilitated by technology creates a brand in the field of customer service.

Transforming Automotive Contact Center Operations

A customer may wish to contact the automotive company with questions related to car sales, booking service appointments, arranging showroom visits, gathering dealership information, documentation requirements, etc. Potential customers who are looking for details on a particular vehicle model can also contact the company for details. With the prevailing conversational AI technology, customers can now easily interact with an online chatbot and receive the desired responses, without any waiting time. Conversations are definitely more engaging, taking the user experience to the next level.

Technology is also helping automakers capture and nurture leads effectively. The AI-powered chatbots are programmed to keep strict control over all incoming leads, after which they are strictly evaluated and focused on. These potential leads are then converted into new business opportunities, helping automakers expand their customer base.

Apart from this, online chatbots also help automotive companies to collect customer feedback through various means including emails, forms, surveys, customer interviews, usability testing , social media platforms, etc.

The future

Needless to say, AI is all around us today and the automotive consumer is extremely happy with the technology. They get what they want in a fast and innovative way, putting aside any possibility of dissatisfaction. Interestingly, conversational AI has proven to be a boon for new era automakers as it greatly helps them control their costs. A Deloitte report suggests that the use of AI chatbots in a 70% reduction in costs as well as revenue generation. Well, it’s a win-win situation for auto companies and consumers.

Looking ahead, it would be fair to say that AI-powered contact centers are here to stay, all poised to change the face of brand-to-customer communication in times to come.

Warning: Views are personal. The views and opinions expressed in this article are solely those of the original author. These views and opinions do not represent those of Indian Express Group or its employees.

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